Digital Media Analyst/Social Response Lead

Job duties - Assist in the success of our enterprise digital media product, by using digital/social media and associated tools to triage client problems; identify bugs and troubleshoot with customers; build processes to replicate bugs; and file bug reports for engineering and product teams. Manage the support load of the company's rapidly expanding customer base using both a cloud-based customer service platform and client-facing digital media tools such as Twitter. Use human and social factors in digital media to inform appropriate communications with potential and current customers. Develop and maintain digital messaging (such as Twitter) training courses and provide clear documentation resources, policies, and other materials for social response agents. Oversee our analytics and implement automations for effective tracking of useful data and sentiment analysis, monitoring our metrics at all times. Diagnose and flag software downtime. Track and manage client requests/needs for new features, and relay actionable items to teams for product improvement. Use digital media user experience best practices to define the appropriate behavior for the software product and relay tasks to the team's designers or software developers. Utilize background with user experience testing and design to efficiently and effectively complete the digital media quality assurance process.

Education and Experience - Master’s degree in Digital Media Design, Social Media, Emerging Media Studies, or related field; and three years of experience in an account management or digital media analysis role.

Background - Technical writing, content marketing, and social media copywriting for consumer audiences. Skill with building digital media outreach/strategy. Knowledge of project management techniques in the software and internet industries. Skill with developing staffing programs and processes, planning and communicating strategy and project statuses, and leading meetings and trainings for global staff. Background administering and managing access to software tools for customer communication. Background monitoring software uptime status and leading incident response communications and operations. Skill with mentoring junior social media support staff, designing and facilitating training programs, and reviewing staff output for quality control. Skill with analyzing customer support volume metrics using tools such as Sparkcentral, Twitter.com, and Zendesk, monitoring staff performance metrics, and sentiment analysis. Skill with coordination of staffing for various regions for social response coverage. Background with software development processes for filing and monitoring software bug resolution. Skill with best practices in debugging and troubleshooting software issues on a variety of desktop and mobile software environments. Skill with tracking and managing client requests.

Company Profile
We, at Placement Services USA, understand that there are many fields of interest that may require prompt and professional assistance from a private placement agency in finding the suitable candidates for the positions made available by employers, and in conducting search for placing candidates in desired positions.

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